Workforce Manager

Qualifications:

• At least 5 yearsof experience in WFM and8 years overallin the BPO/call center industry.
• Strong knowledge ofPlanning, Forecasting, Scheduling, Real-Time Management, and Reporting.
• Proficient inExceland experienced in WFM tools such asAspect/IEX/BP Standard ToolsandAvaya CMS.
• Knowledge ofVBA, MS Access, or SQLis a plus.

Key Responsibilities:

• Oversee and deliver all aspects ofWorkforce Management (WFM) Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Generate accurate and timelydashboards and reportsto support client and internal requirements.
• Ensure allSLA metrics(Service Level, Abandon Rate, etc.) are consistently met.
• Analyze data, identify trends, and recommend strategies for performance andrevenue enhancement.
• Manage client relationships (internal and external) and ensure timely, accurate delivery of MIS reports.
• Lead a team, foster collaboration, and maintain data confidentiality.
• Proactively identify and implement improvements in workforce efficiency.